On February 25th KSB Management spent the day in a training session at the Comfort Inn. We call these our Leader Development Institutes (LDI’s) One of the sessions was a Q & A. I invited all of our leaders to ask any questions that were on their minds.
Dave Ginn, Information Systems Director, asked the following:
“We’ve spent much of the day talking about exceeding expectations. What can we do to exceed your expectations?”
Great question Dave. Here was my response:
“At the annual employee meetings my presentation centered on KSB continuing its journey towards being the best hospital in America. The first step is to know the key metrics in defining “best”. Moving forward we will identify key indicators, know how the best hospitals are performing, and conduct a gap analysis to show where KSB is and where we want to go. The key areas we will focus on will be patient satisfaction, employee and physician satisfaction, clinical quality, financial strength, and growth.”
One of the focuses of our administration will be to develop a dashboard that will be used to quickly show where we stand.
Most importantly, I fully understand that exceeding the expectations of our patients and their families begins not in the board room, but in the patient room. I hope to introduce creative ways to improve communication throughout our system, and it all starts by listening to the 1,000 + voices of our KSB family.